Tonrose Ltd

Thank you, the bathrobes looks great. Definitely will purchase more!
Jul 30th, 2020

Oct 29th, 2019

We placed an order on the 28th of June in the morning for next day delivery. The order was processed on the 5th of July and delivery on the 6th of July. We received goods that have obviously been returned by a previous customers as they were opened and repackaged. The goods came with a lot of defects (stains, dirts....) We requested a return the same day. DPD tried to collect and they said they missed us on first day while we were there. On the second collection, we went outside when the driver was around and he and his colleagues were delivering to the building in front of us. We saw the driver going to his van and thought he was coming back but received a message a few minutes later that the driver could not collect. We explained the situation to the other DPD Driver who accepted to collect the boxes and gave us 2 calling cards. We contacted Tonrose and they confirmed 3 times on the phone that they did indeed received the boxes and were confirming with accounts for our refund. After several follow up, they got back to us advising that the tracking details are not recognised by the system and they did not receive the items back. They proposed a goodwill gesture of 81.77 which we declined as we are absolutely sure that they received our items and they said their warehouse confirmed it. We contacted DPD on how to open a case on this and DPD said that we cannot open a case and the sender should do that. Tonrose is now saying that DPD said they will not open a case. We contacted DPD again and they advised that they will investigate it if raised by Tonrose. We have lost 222.95, wasted time and a lot of frustration on this case.
Jan 19th, 2022